[smartBridges] I got a bad sB product. What next?

[Nish Park]

Dear Customers,   We just realized that over the last few weeks, unnecessary and unproductive friction is taking place on this forum. I think a lot of this friction can be avoided. Here is my proposal that will let all of us put the issues behind and focus on the future. Anybody having problems with sB products, please contact the distributor where you purchased the product for an RMA. All our distributors are also equally eager to put the issues behind and move forward. If you run into any difficulty for whatever reason, contact us directly and we will work with you to get you the new hardware in the least disruptive method.     As we have communicated, unfortunately we had a firmware timing issue for some of the products shipped in June. We have changed one hardware component to gain extra margin. In addition we have released new firmware that has similar effect to gain margin. We have been shipping this new hardware for more than 6 weeks with positive customer reports. The firmware update is being used primarily for helping the customers with old hardware and avoids the inconvenience of returning the units. After thousands of downloads and positive reports, we are confident that the new firmware is effective. In addition, we have added significant new quality checks in our manufacturing process. So to summarize our side of the story – The new hardware is ok. The firmware is effective in fixing the old hardware.   On the other hand, there are a few users who are continuing to have problems even after the firmware upgrade. The only conclusion we can make from these facts is that unfortunately the firmware fix is working with most but not all of the old units in the field. The simplest way to get around this problem is that we give you new hardware.   So again to summarize our proposal, if you are having problem with the sB hardware, please contact the distributor for RMA. If required, please get in touch with us and we will get you the new hardware. We will follow simple procedure and won’t make your life difficult to authorize the RMA. I am sure you guys are not going to do it unnecessarily.   Hope this helps to put the issue behind all of us and focus on the future.   With best regards,     Nish smartBridges